Care Services Australia: What is it like working in an aged care and disability agency?
Maral: Working in an aged care and disability agency is like living in a storybook. Everyday there is a tale to be told, listened to, or experienced. Everyone has a story, and some of those stories are simple and sweet. Beautiful even. Other stories break your heart, but every single story does something to me. It changes me somehow. It’s humbling to hear how a client overcame hardship or bravely navigated through the steps of grief. Our clients are so resilient, and having the honor to witness that resilience in action is a humbling experience – one that brings out the best in us.
Care Services Australia: How has working in an aged care and disability agency impacted you personally?
Maral: My sense of empathy grows more and more with every passing day, and I’m becoming more resilient, myself! I continue to confront situations that challenge my courage. It’s not always easy to be a support worker. We have to hold it together and keep our emotions in check. We can’t be the ones who fall apart, because it’s our job to be the ones who help pick up the pieces. We are the ones who provide care, comfort, and support. And I think in that way, we get to – quite literally – play an important supporting role in our client’s stories.
Care Services Australia: How so? Any examples?
Maral: Well, it depends on the situation. Sometimes our supportive role in the story is simple. A client needs to take a shower, or they need help eating breakfast. Maybe the client is in a serious state of emotional distress because they recently lost a loved one or a partner, and they need someone to comfort and encourage them. Some clients have children or other family members, but they don’t always feel comfortable opening up to them. For some reason, we are often the ones who get to listen to and hear the stories.
And their stories matter. They matter so much! It is important to understand what people are going through so we can know precisely how to best support them. The work we do requires a great deal of compassion – genuine, authentic compassion. When we let compassion guide how we care for our clients, we have the ability to improve not just the quality of support we are giving them, but also their quality of life.
Care Services Australia: What stirs your compassion the most as a support worker?
Maral: I think the thing that really tugs at my heartstrings is just how hard it is to let someone else help you. I know it might sound silly, but think about it! Imagine that for 50 or 60 years, you woke up every morning, prepared your breakfast, helped your partner or kids, and went about your day doing whatever it was you needed to or wanted to do.
And now, you can’t even hold a cup of coffee. You don’t even get to decide what you eat for breakfast, because you now have to sit and wait for someone to show up, prepare the meal, and feed you. No matter how hungry you might feel in the middle of the night or early morning, you have to rely on someone else to get your basic human needs met. This type of service requires courageous compassion.
Care Services Australia: What does courageous compassion look like in action?
Maral: First and foremost, it’s demonstrating respect and kindness to the individual, and it’s focusing on the little things – because the little things are always big things.
For instance, I know of a support worker in Victoria who used to care for a client who had a serious mobility condition. His mobility issues made communication difficult, but cognitively, his brain was still sharp! Can you imagine how frustrating it must be to understand everything that’s going on in your environment but be unable to communicate and interact in the environment the way you want?
One morning, I saw her carrying spices and vegetables in her bag. I knew there had to be a story in that bag of groceries, so I asked her about it. She said she had finally figured out the client’s background and investigated his food culture so that she could cook a special meal for him.
She said that she wasn’t sure how much more time her client had, but she wanted to make sure her client lived well up to the last minute. And she didn’t stop there.
I found out she also started collecting plastic containers and swapped out all the client’s glass jars for plastic ones. Due to this client’s mobility condition, every time he tried to help himself to some jam or anything in a jar, the jar would drop, and there would be pieces of glass everywhere. So, this support worker took note of that, and replaced all his glass jars with plastic containers.
Care Services Australia: In your opinion, why are these stories so important to share?
Maral: It’s so important to share these types of stories because it helps us learn from each other. It helps us grow stronger, and it reminds us that we are not alone. We need to remind each other that we are facing similar challenges. When we respond to those challenges with courageous compassion, we not only become better caretakers and support workers – we become better friends, better parents, and better individuals.
So many of the stories I’ve witnessed and heard are examples of how not all pain is visible. Some of life’s hardest challenges are unseen, and you may never know how someone else might be hurting. Everyone may appear normal when you walk by them, but chances are we all have a friend, a family member, or a loved one who is struggling with some sort of mental, emotional, or medical condition.
Care Services Australia: Do you have a personal story about one of your own clients?
Maral: We recently onboarded a client with a brain stroke in NSW, and I was the one who answered the enquiry and booked the appointment for the Care Manger to visit them. When I talked to her on the phone, I realised how dependent she was on her support team. She was consulting with everyone on her support team and was trying to check their availability for the onboarding visit. I could tell she had a lot going on and was feeling overwhelmed.
I took the time to be extra patient and accommodating, and in response, she sounded so happy and bubbly. She sounded hopeful. It reminded me of how good quality support can change people’s lives.
Care Services Australia: What does ‘good quality support’ mean to you?
Maral: Quality care is not just a matter of managing the responsibilities of the job. Yes, providing good client service and excellent communication is part of the job, but at this level of care, it’s about so much more than just doing your job. Responsibly caring for vulnerable individuals could never be “just a job.”
We are positively impacting our clients’ lives every day. We’re ensuring they have a warm, home-cooked meal on the table, and that is no small thing! Our clients love the sound of cooking and meal preparation. They love to share their stories and thoughts while we cook for them. They enjoy the quality time, and so do I.
Care Services Australia: Any words of wisdom for your fellow support workers or for anyone considering becoming a professional caretaker?
Maral: Keep growing and learning, because every client and every case is unique.
For example, no two brain strokes are the same. The impact of a stroke can vary significantly between individuals, depending on the severity, location, and extent of brain damage. A person who has experienced a stroke often faces various struggles – physical impairments, communication difficulties, cognitive issues, emotional and psychological changes, changes in sensation, and social isolation. Rehabilitation, professional care, a balanced, nutritious diet, and a strong support system can help individuals overcome these struggles and improve their quality of life.
Our clients’ determination is so admirable, and we must always take the time to understand each client’s individual goals. We need to know what motivates them to regain strength and mobility, so that we can come alongside them in the way that helps them most.
Care Services Australia: Any closing thoughts you’d like to share with the aged care and disability services community?
Maral: Never get so focused on treating the ailment that you forget to support the individual. You can support the individual by learning their story, considering their preferences and cultural influences, and involving them in as much as you can. From meal planning to schedule choices, do everything you can to cater to the specific needs of the client.
The best way to provide the highest level of service is to focus on promoting the client’s overall well-being. When we take the time to support our client’s individual journey, we get to play an important supporting role in their story. It takes courageous compassion, but getting to become a part of their story is more than worth it.